friends account disabled after site crashing, got charged twice and support wont help her.

Earlier today a friend of mine purchased this theme : Medicate – Health & Medical WordPress Theme + RTL Ready Preview - ThemeForest
When she was trying to purchase the theme the site gave her an error message and she was asked to try again, so she tried to purchase the theme again and then she saw that they had taken money from her account twice, as well as locking her account, and upon contacting envato support they told her “upon further investigation we decided to not unblock your account” without any explanation what so ever, i will attach a screen shot of the email she received. below are screenshots of payment proof + email rejection proof.
my friend was using her email to use this site, her email is

Hi houseofleosrn,

Please open a Support Ticket via Envato Help and Support. They will be happy to help. Thanks!